Voice of the Customer (VoC) data – such as responses to digital forms, chat and voice transcripts, call center records, and more – can enrich your customer profiles so they’re more useful and informative. Analyzing VoC data alongside transactional and behavioral data can help you understand what your customers need at any given time, allowing you to design better and more personalized journeys and experiences. Join Medallia to learn how its VoC solutions capture and analyze signals across in-person and digital channels to generate insights that drive action through the Adobe Experience Platform.
In this session, we’ll discuss:
- Delivering real personalization through VoC programs that cover multiple (if not all) channels
- Listening to your customers constantly (not once a year) to drive immediate action across the entire customer lifecycle through solutions like Adobe Experience Cloud
- Using VoC as an important first-party data source for lead qualification, better understanding of a customer's needs during the entire sales cycle, and retention improvement